Complaint Review: Frys Electronics - Phoenix Arizona

The problem my son in Illinois had with two different Maxtor rebates was: One of the rebates was being directed to the wrong redemption center (according to Maxtor) even though the address was right on their form. He got a new address from Maxtor and resubmitted. The people at Maxtor told him they suspected a real problem AT THE REBATE center. (Rebate center would often claim that the orginal proof of purchase was missing.) They got a lot of complaints from customers regarding "incomplete paperwork submitted". When my son provided Xeroxes of proof of purchase and sales ticket and resubmitted, they "found" the original submissions. Corporate at Maxtor was investigating what they felt was a real problem at the redemption center where individuals were intercepting the larger rebates and pocketing them. Corporate at Maxtor was investigating due to a very large number of complaints about the redemption center not rebating. Perserverance and complaints to Maxtor got one rebate. (The more recent of the two purchases). The other rebate request is over 8 months old and is still being investigated by Maxtor. Fry's may not be the problem. It is at Maxtor's end in my opinion.

I've been to Fry's in San Jose, Phoenix, and the 3 in the DFW area. I think we should all ignore purchasing products with rebates. I've been ripped off more than once. In response to a previous response from a Fry's employee, your wrong. It's not the customers fault. Fry's frequently advertises that there are two rebates on products. Each one will say send in the original UPC code. Dugh.......... If you send in the UPC code and put both rebate coupons in the same envelope, they will say then didn't get one of them. It happens every time. You can bet on it. Rebates are a BIG FAT RIPOFF. You don't save anything after spending hours on end trying to get your rebates. Time is money.

I also bought that hard drive a few months ago. Fry's gave me the same two rebates. After a few weeks I called about the rebate and they told me one would not be accepted. I then called Fry's. Fry's told me to wait and see what happens within the eight weeks. A week later I got a denial postcard...I was very upset. I called the rebate center and asked what the heck was going on. They were confused but said to wait the full 8 weeks. In the end, I received a denial postcard for both the $30 and $50 rebate AND a check for $30 and $50 respectively. Wait it out. Fry's is a pain to deal with, but I don't think this is a scam. Just remember...the manufacturer is betting you won't bother with the rebate(s) at all. If they tell you "no" most people give up. Not me. As mentioned above I got my rebates as I always do. Contact me if you need/want more information.

With regards to the security, once you purchased the items, it is your property. With the exception of membership stores, such as CostCo, the store can only ASK to see the receipt and items. You can refuse and there is nothing that they can legally do. If they stop you, you can sue them as you have not broken the law or anything. They have NO right to search you or your property. I have walked out of other stores without showing the receipt and while they were annoyed and talked a bit, there was nothing that they could do. I did not want a bag, so I slide the receipt inside the sealed box (only the center was sealed, so there was room on each side). I did not want to take time to open it. I have heard the status with checks like this from other sources, but feel free to check for yourself. If they wanted to take your purchases and give them to you at the door, then that might be different.

As a former employee of Fry's in California, here are a few things I have to offer: both from personal experience and corporate policy... FIRST, it is very sad that people have frustrations and that more 'intelligent' people are not employed at Fry's to assist you in your 'real' problem, and attempt to find a solution. REGARDING THE SECURITY.... this method of checking merchandise to receipts is a very valid method to help prevent product loss. Most people question how affect this is because the 'loss prevention officer' (security) probably cannot tell the difference between many of the items and sometimes only does a really quick check. These assumptions are wrong... FIRST, the primary purpose is preventative. People would rather rob the 'other guy' who doesn't check your receipts. After this plan was initiated many years ago, there was a sharp decrease in the amount of loss (stolen goods). SECOND, they often find people attempting to walk away with the wrong items. It is not uncommon for a Loss Prevention Officer to log 20 events every shift. THIRD, even the employees go through the same thing... PRIMARILY, it helps keeps the theft down, which ultimately is good for you, the customer, because it keeps the prices low... Only a fool believes that theft only affects the company -- it actually raises the price for the customers. REGARDING YOUR REBATES... it is rare that 2 rebates are offered -- often this is due to an error (misunderstand) by the sales person. MOST rebates cannot be combined (read the fine print). While you've got your glasses on, checkout the other restrictions. Sometime the rebate form says $50 (in big print) but that is only for the more expensive model, while the small print says that the cheaper model only caries a $30 rebate. Again, the devil is in the details (as they say)... It all comes down to what is in print. If it was just some slick-talking sales person (and they wrote a quote for your sale) then you have their sales ID number. Report it to management and they WILL deal with the person. However it is possible that there is an error in the ad. And Fry's is quick to disclaim this in their advertisement...Again in the fine print, coughing up to 'typographical errors'.... YOU COULD GO ELSEWHERE, BUT..... regardless the situation, the deal you receive on the product is no better had you gone somewhere else. Manufactures are not 'in bed' with Fry's (so to speak) and do not offer exclusive rebates to them (at least none to pass on to the customers). So any rebate that you can receive at Frys is the SAME that you could have received had you gone to another authorized reseller. So the deal is no better. But I can understand the false expectations. WHAT I WOULD DO.... is take the printed ad, rebate letter, and receipt back to the store. As to talk with the PIC (Person In Charge), this is a department manager and they often have been with the store for a while and often have the customer service skills that everyone should have. Be weary, some stores are permitting their supervisors to be the PIC, so check for their title, accept only managers. Explain the situation and your expectation. REMAIN CALM. That you understand (right?) that mistakes happen, but this is ridiculous! You expected the $30 + 50 rebate (hopefully you have the ad to prove this!). Show them the letter from the rebate center. Have them see what they can do. (note: they don't have to talk to anyone! they can make this decision on their own... however they will probably consult a computer and may call the department to confirm the rebate or even call up the sales person you dealt with --- but they have the authority to make whatever discount, refund, credit, etc.) I would EXPECT that if the HD was more than $100, that they could come close to the $50 discrepancy. They can check their margin and see if they can really do it. Sometime the HDD are so low already that they are close to margin (e.g. it's only marked up $10, so they cannot reasonably give you $50.) But come in with the hope of receiving the 50 but be reasonable (but not a push over). The PIC is probably one of the few people who understand the value of a repeat customer, and will attempt to make you satisfied (within their ability, of course). They also may be willing to give you a greater amount in store credit (never expires and usable right away) instead of refund. JUST ONE FINAL NOTE... about the quality of the customer service. Yes, we all want to complain about the quality of service, and why doesn't Fry's higher better customer oriented (English-speaking) employees. The reason is simple; they pay the bare minimum... WHY? Because this is what you pay for. For them to maintain the competitive prices that they do, they cannot afford to be paying people of 'quality' to work there. Now, they COULD switch mind sets, but that would raise their prices -- which I know, people don't REALLY want. Fry's mentality is like Costco or Wal-Mart. Quantity (instead of quality). Sell more, for less. That is what the Fry's Customer truly looks like. If you are a person who really wants CUSTOMER SERVICE, may I suggest that you look in your local yellow pages and find a local (instead of chain-corporate) store, you'll get MUCH BETTER service...but then again, it will cost you full retail price (and then some). SO that is the trade. If you want the lowest prices, then your trade is for lower customer service. Sorry, but that is the world that we live in.... But seriously, go to a local electronic/computer/audio/appliance/etc store instead of Fry's if you really want good, quality service. But as long as people keep crying for lower, cheaper prices...that will also be the shortcoming of the customer service. Hope this helps explain to you and future customers of Fry's Electronics some of the background and behind-the-scene stuff. (P.S. photographs of the inside of Fry's Electronic stores are strictly prohibited, just thought I'd let you know, not that you probably care.)